How To Handle Customer Complaints Properly

When the problem that the customer complains is not well resolved, the customer who still has confidence in the brand wants to "ask for a view". Complaint We must treat it well, and we must not be hostile to complaints. In fact, complaints may be a valuable asset to the brand, because when the customers choose to give up, the brand will always lose the customer and the customers affected by it. When the customers choose to complain, they will still have confidence in the brand. If they can solve them in time, they will feel more satisfied than the customers who have not complained, and become a brand believer. As to whether this customer's complaint can ultimately become the brand's wealth, crux Depends on how you handle it. The following principles are very important.

First of all, stand on the client's side.

Ignoring the pain of customers is a taboo to deal with customer complaints. Taboo customer service personnel can not stand on the client's position to think about problems. We must stand on the side of the customer's mind and show sincerity and sincerity in expressing understanding and sympathy and admit mistakes. Therefore, the handling of all customer complaints, whether proven or unproven, is not to distinguish responsibility first, but to apologize first, which is the most important; otherwise, the consequences will be unthinkable.

Second, we should try our best to calm down our customers' grievances.

Because most of the customer complaints are venting nature, as long as the sympathy and understanding of businessmen are eliminated, the matter is easy to solve after psychological balance. Therefore, as a person Customer Service personnel, in the face of customer complaints, we must try to find out where the customer's grievances come from, so as to suit the remedy to the case, effectively to calm customer complaints. Only by listening carefully to customers' complaints can we find out the qualitative reasons. Never argue, it will only add fuel to the fire and backfire.

We might as well learn a car repair shop in the United States. They have a service tenet which is very interesting. It is called "repairing people first, then repairing cars". What is "repair the person first, then repair the car"? A person's car is broken, his mood will be very bad, so we should pay attention to the mood of the person first, then pay attention to the maintenance of the car. But this simple principle is often ignored by many customer service staff.

Thirdly, solve customer problems correctly and timely.

Customer complaints should be handled in a timely and correct manner. If we procrastinate, we will only make customers' grievances more and more intense, so that customers feel that they have not received enough attention. For example, customers complain that the quality of products is not good. Through investigation and research, enterprises find that the main reason is the improper use of customers. In this case, customers should be promptly informed of the need to repair products, tell customers the correct use of methods, and can not simply think that they have nothing to do with enterprises, ignore them. Although enterprises are not responsible, they will also lose customers. If after investigation, it is found that the product does have problems, enterprises should give appropriate compensation to inform customers of the results as soon as possible.

　 Of course, handling customer complaints is a rather complex systematic project. We need to always uphold the concept of "customer is lover" and implement the five suggestions put forward by Mr. Xie Yuelong, a Taiwan scholar: patience, attitude, action, compensation, and level.